NovaSource Power Services ('NSPS') is a specialist in providing Operations & Maintenance Services to Solar Plants & Battery Energy Storage Projects, around the world. We presently manage over 26GW of Utility Solar Projects globally, and are established in Australia to drive a higher standard of O&M to market.
About The Role
We are seeking a motivated and service-oriented IT Operations & Service Desk Analyst (Level 1) to join our IT team. This role is primarily responsible for front-line IT support, laptop setup and deployment, and general Helpdesk operations. The ideal candidate is customer-focused, technically capable, and comfortable supporting both corporate IT systems and Operational Technology (OT) environments.
This position plays a critical role in ensuring seamless end-user computing experiences while supporting core IT and field-based operational systems.
* Serve as first point of contact for IT support requests via ticketing system, email, phone, or walk‐up support
* Troubleshoot and resolve Level 1 hardware, software, and connectivity issues
* Escalate complex incidents to Level 2/3 teams as appropriate
* Document incidents, resolutions, and knowledge base updates
* Provide excellent customer service and ensure timely ticket resolution
* Configure, image, and deploy Windows and/or macOS laptops
* Install and configure standard corporate software and security tools
* Manage user account setup including Active Directory, Microsoft 365, VPN, and other SaaS platforms
* Perform hardware refresh cycles and device replacements
* Maintain accurate asset inventory records and lifecycle tracking
* Support onboarding and offboarding processes (equipment provisioning and decommissioning)
* Support printers, peripherals, docking stations, and mobile devicesAssist with password resets and identity management requests
* Provide basic network troubleshooting (Wi‐Fi, LAN connectivity)
In addition to corporate IT responsibilities, this role will provide foundational support for Operational Technology systems, including:
* Provide Level 1 support for OT hardware and field devices
* Assist with troubleshooting of site-based systems and communications equipment
* Support monitoring systems, SCADA-related endpoints, and industrial networking components (as directed)
* Coordinate with OT engineers and vendors for escalations
* Assist with deployment and maintenance of field laptops and ruggedized equipment
* Support secure connectivity between IT and OT environments
* Follow cybersecurity best practices in mixed IT/OT environments
* Travel occasionally to operational sites as required
Required Qualifications
* 1–3 years of experience in IT Service Desk or Helpdesk support
* Hands‐on experience with laptop imaging, deployment, and hardware troubleshooting
* Familiarity with:
* Windows 10/11 and/or macOS
* Microsoft 365 administration
* Active Directory / Azure AD
* Basic networking concepts (TCP/IP, DNS, DHCP)
* Experience using ticketing systems (e.g., ServiceNow, Jira, Zendesk, etc.)
* Strong documentation and communication skills
* Customer‐first mindset with strong problem‐solving abilities
Preferred Qualifications
* CompTIA A+, Network+, or similar certifications
* Experience supporting hybrid cloud environments
* Exposure to Operational Technology (OT), SCADA, or industrial systems
* Knowledge of endpoint management tools (Intune, SCCM, Jamf, etc.)
* Experience working in regulated or critical infrastructure environments
Key Competencies
* Strong customer service orientation
* Organized and detail‐oriented
* Ability to prioritize and manage multiple tickets
* Comfortable working independently and as part of a team
* Interest in expanding into OT and infrastructure technologies
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